Goodbye Proton – A Heartbroken Customer’s StoryI never thought I’d write something like this. I’ve always been a proud supporter of our national car. I believed in Proton. I believed that by buying local, I was doing something good. I believed that the after-sales service would be there when I needed it.
But today, I write this not out of anger, but out of deep sadness and disappointment.
It all started with a simple problem
On 27 February, my Proton X50's aircond started blowing hot air. Not a major issue, or so I thought. I contacted
HZN Engineering Sdn Bhd, an authorised service centre, and was told the earliest available appointment was 11 March — a 12-day wait just to get it checked.
When I brought my car in, they didn’t even try to diagnose the problem. They simply did a standard "aircond service", gave the car back, and told me to "monitor and see".
The problem came back. So did the silence.
By 16 March, the aircond was hot again. I messaged them.
No reply for 4 days.
Finally, on 20 March, they allowed me to send the car back in.
That’s when my nightmare began.
Days passed. Weeks passed. I called. I messaged. I begged for updates. I emailed Proton.
No one cared.
I was promised callbacks that never came. I was told “the SA will update you today” — every day.
I returned from Raya break after being away from 27 March to 8 April, only to find nothing was done.
They finally told me it was the cooling coil, and that it wasn’t covered under warranty because my car exceeded 60,000 km — even though Proton’s own website clearly states the aircond system is covered for 5 years.
I called Proton’s hotline 4 times. I emailed.
Still, no solution, no quote, no repair, no care.
As I write this...
It has now been 38 days since the aircond first failed.
My car has been in the service centre for 30 days.
I still don’t know how much it will cost to fix, or when it will be fixed.
This isn’t just about an aircond anymore.
It’s about how a brand can completely ignore its customer, despite all the promises.
I feel helpless, and foolish
I used to recommend Proton to friends and family.
I told them it was different now — that service had improved, that it was worth it.
But today, I feel embarrassed and betrayed.
I’ve lost time. I’ve lost trust. And I’ve lost all confidence in Proton.
This was my first Proton.
And it will be my last.
To anyone reading this: if you are considering Proton, ask yourself —
Are you ready to be ignored when you need help most?
Because I wasn’t.
And now I’m paying the price.
To be fair, if it true due to the cooling coil leaked gas, hence no gas, compressor wont run. The leaked could be due to hitting rock while driving for example. Saw this scenario to Honda Accord of mine, also no warranty offered. Unless there is a design, quality part issues.
For AC case like this, better send to recommended AC shop. Best is to buy the parts online, cooling coil at much acceptable price and let the shop to install it for a fee + gas top up.
My car last time the gas leaked from the cooling coil connection which had a rubber O-Ring that already diminished in size. When the gas is empty, the compressor will not run. This is where many cut throat AC shop come to play, in my case they quoted to change the compressor cz not run. Luckily meet honest AC shop